Real time feedback of script logic

Abstract

A system, method, and computer readable medium for real time feedback of script logic that comprises counting at least one agent utilizing at least one panel associated with at least one caller, establishing an average length of time required to utilize the at least one panel associated with the at least one caller, tallying a number of callers terminating interaction during utilization of the at least one panel, calculating statistics associated with the counted agents per panel, the established average length of time required per panel and the tallied number of callers terminating interaction per panel, and displaying the calculated statistics.

What is claimed is: 
     
       1. A method for real time feedback of script logic for a script comprising a plurality of panels utilized by a plurality of agents, the method comprising:
 calculating per panel statistics for the plurality of panels, the per panel statistics comprising an average utilization time per panel and a number of callers terminating interaction per panel; 
 displaying the calculated statistics; 
 wherein calculating per panel statistics for a given panel of the plurality of panels comprises:
 measuring the measured time taken for an agent of the plurality of agents to utilize the given panel for a call; 
 averaging the measured time for a plurality of agents and a plurality of calls to produce the average utilization time for the given panel; 
 tallying a number of callers terminating interaction during utilization of the given panel; 
 
 developing a test panel as an alternative panel for an original panel of the plurality of panels; 
 substituting the test panel in place of the original panel comprising modifying branching logic of the script logic to create a branching logic detour to the test panel; and 
 rerouting at least a subset of the plurality of agents to the test panel using the branching logic detour. 
 
     
     
       2. The method of  claim 1  comprising:
 requesting feedback on the at least one panel from at least one agent of the plurality of agents upon the caller terminating interaction. 
 
     
     
       3. The method of  claim 2  comprising:
 collecting the requested feedback associated with the at least one panel. 
 
     
     
       4. The method of  claim 3  comprising:
 sending the collected requested feedback. 
 
     
     
       5. The method of  claim 1  comprising:
 measuring an average length of time required to utilize the test panel. 
 
     
     
       6. The method of  claim 5  comprising:
 determining a difference in the measured average length of time required to utilize the test panel and the established average length of time to utilize the original panel. 
 
     
     
       7. The method of  claim 1  comprising:
 enumerating a number of callers terminating interaction during utilization of the test panel. 
 
     
     
       8. The method of  claim 7  comprising:
 detecting a change between the enumerated number of callers terminating interaction during utilization of the test panel and the tallied number of callers terminating interaction during utilization of the original panel. 
 
     
     
       9. The method of  claim 8  comprising:
 updating a branching logic to route all of the plurality of agents to the test panel. 
 
     
     
       10. A non-transitory computer readable storage medium comprising instructions that when executed cause a processor to perform:
 calculating per panel statistics for a plurality of panels of a script utilized by a plurality of agents, wherein calculating per panel statistics for a given panel comprises tallying a number of callers terminating interaction during utilization of the given panel; 
 requesting feedback on the given panel from at least one of the plurality of agents upon a caller terminating interaction; 
 collecting requested feedback associated with the given panel; 
 sending the collected requested feedback; 
 developing a test panel as an alternative panel for an original panel of the plurality of panels; 
 creating a test panel detour in a branching logic; and 
 rerouting a subset of the plurality of agents to the test panel. 
 
     
     
       11. The non-transitory computer readable storage medium of  claim 10  that when executed cause the processor to further perform:
 enumerating a number of callers terminating interaction during utilization of the test panel; and 
 detecting a change between the enumerated number of callers terminating interaction during utilization of the test panel and the tallied number of callers terminating interaction during utilization of the original panel. 
 
     
     
       12. The non-transitory computer readable storage medium of  claim 10  that when executed cause the processor to further perform:
 establishing an average length of time required to utilize the original panel; 
 measuring an average length of time required to utilize the test panel; and 
 determining a difference in the measured average length of time required to utilize the test panel and the established average length of time to utilize the original panel. 
 
     
     
       13. The non-transitory computer readable storage medium of  claim 12  that when executed cause a processor to further perform:
 establishing an average length of time required to utilize the original panel; 
 measuring an average length of time required to utilize the test panel; and 
 determining a difference in the measured average length of time required to utilize the test panel and the established average length of time to utilize the original panel. 
 
     
     
       14. The system of  claim 13  wherein the processor:
 establishes an average length of time required to utilize the original panel associated with at least one caller; 
 measures an average length of time required to utilize the test panel; and 
 determines a difference in the measured average length of time required to utilize the test panel and the established average length of time to utilize the original panel. 
 
     
     
       15. The system of  claim 13  wherein the processor:
 requests feedback on the original panel from at least one agent upon the caller terminating interaction; 
 collects requested feedback associated with the original panel; and 
 sends the collected requested feedback. 
 
     
     
       16. The system of  claim 15  wherein the processor:
 calculates statistics associated with the original panel tallied number of callers terminating interaction and the enumerated number of callers terminating interaction during utilization of the test panel. 
 
     
     
       17. The system of  claim 15  wherein the processor,
 calculates statistics associated with the original panel tallied number of callers terminating interaction and the enumerated number of callers terminating interaction during utilization of the test panel.